Refund & Cancellation Policy

1. Introduction

SettleIns is a technology marketplace operated by Haalaaraa Technologies Private Limited (“SettleIns”, “we”, “us”, “our”). We help people discover and connect with accommodation providers.

This Refund & Cancellation Policy explains when you can cancel a paid service, when you can request a refund, when refunds are not available, and how approved refunds are processed.

Read this Policy together with our Terms & Conditions and Privacy Policy. Any term defined in our Terms & Conditions has the same meaning here.

In one line: we provide the technology platform. We are not the owner, landlord, lessor, broker, or property manager of any listed property unless we expressly say so for a specific service. Rental agreements are entered into directly between you and the property owner or operator.

2. Scope

This Policy applies to payments you make to SettleIns through the Platform including payments for Coin Packs and any other paid platform services.

How access works today:

• Basic discovery is free. Anyone can browse the website or app searching for properties, viewing listings and homepage content, locality information, median rent, price ranges, and using filters without logging in or paying.
• Detailed property information is unlocked using Coins. Coins are digital platform access credits used to open a property's detailed page. Coins may be complimentary (given to new registered users), earned (through genuine community contributions approved by SettleIns), promotional, or purchased as Coin Packs through the SettleIns Platform. This Policy applies to payments made for Coin Packs and other paid platform services. The Coin system is designed to encourage genuine community participation while providing fair and sustainable access to detailed property information.
• Payments for rent, security deposit, accommodation charges, or similar amounts are made directly between you and the property owner or operator — not to SettleIns — unless a specific feature expressly processes that payment through the Platform.
• Beyond Coins, SettleIns charges a platform fee only where a specific platform service expressly requires payment. Where such a fee applies, its amount and refund terms are shown to you before you pay.

This Policy does not govern the rental relationship between you and a property owner. Refunds of rent, deposits, and accommodation charges are governed by your agreement with the owner and by applicable law. See Section 11.

3. Definitions

• Platform — the SettleIns website, mobile applications, and related services.
• User / you — any person who uses the Platform.
• Property Owner / Owner — the owner or operator of a property listed on the Platform.
• Platform Fee — a fee charged by SettleIns for a specific paid platform service, where such a service requires payment.
• Property Charges — rent, security deposit, accommodation charges, or other amounts paid to a Property Owner.
• Coins — digital platform access credits used to unlock detailed property information on SettleIns. Coins are not money, have no cash value, and cannot be transferred between users.
• Coin Pack — a quantity of Coins that may be purchased with money through the SettleIns Platform.
• Payment Partner — an approved third-party payment provider integrated into the Platform to process payments.
• Business Day — a day on which banks are open for business in India.

4. Cancellation Policy

Because discovery is free, there is usually nothing to cancel.

Where you have paid for a specific platform service:

• You may cancel that service in line with the terms shown to you at the time of purchase.
• If the service has not yet been delivered or used, you may be eligible for a refund under Section 5.
• If the service has already been delivered or used, it is generally non-refundable under Section 6.

Unlocking property details with Coins. When you use Coins to unlock a property's detailed page, that unlock is delivered the moment the page is unlocked. Coins spent on a successful unlock are treated as consumed and generally cannot be reversed simply because you change your mind. See Sections 6 and 10.

Cancelling a stay, booking, or rental arrangement with a Property Owner is separate. Those cancellations follow the Owner's own terms and applicable law — see Section 11.

5. Refund Eligibility

You may be eligible for a refund of a payment made to SettleIns — such as a Platform Fee or a Coin Pack purchase — where:

• you were charged for a platform service that SettleIns did not deliver;
• you were charged more than once for the same service (duplicate payment — Section 8);
• you were charged due to a technical or system error on our side; or
• SettleIns cancels or withdraws a paid service you have already paid for and not yet used.

This includes situations such as:

• a duplicate Coin purchase;
• a technical error during a Coin purchase;
• a payment debited but Coins not credited to your account;
• purchased Coins not delivered due to a platform error; or
• an accidental duplicate payment.

Where a refund is approved, we refund it to your original payment method through our Payment Partner (see timelines in Section 13).

6. Non-refundable Transactions

A payment made to SettleIns — such as a Platform Fee or a Coin Pack purchase — is generally not refundable where:

• the service has already been fully delivered or used;
• the request falls outside the refund window shown to you at purchase;
• the charge relates to a payment made directly to a Property Owner — those are governed by Section 11; or
• the request arises from fraud, abuse, or a policy violation on the user's side (Section 12).

Property Charges (rent, deposits, accommodation charges) are not refunded by SettleIns — see Section 11.

In addition:

• Coins already redeemed to unlock property information are treated as consumed digital services;
• consumed Coins are generally non-refundable, except where required by applicable law or where a verified technical error occurred.

7. Payment Failures

Payments on SettleIns are processed by approved Payment Partners. Occasionally a payment does not complete cleanly. Here is how each case is handled:

• Payment failed, money not debited — no charge was made. You can simply try again.
• Payment pending — the transaction is still settling with your bank or Payment Partner. It will usually either complete or auto-reverse within standard banking timelines (often up to 5–7 Business Days). No action is needed during this window.
• Bank debited, but service not confirmed — where a payment is debited but the service does not activate, the amount is normally auto-reversed by the Payment Partner. If it isn't, contact Support (Section 15) and we will raise a manual investigation.
• Incorrect debit or wrong amount — contact Support with the transaction details. We will investigate and refund any amount charged in error.
• Payment gateway downtime — if the gateway is temporarily unavailable, please avoid repeated retries, which can cause duplicate attempts. Wait a short while and try again, or come back later.
• Manual investigation — some cases need us to check records with the Payment Partner or bank. We will keep you updated and aim to resolve these within a reasonable period.

8. Duplicate Payments

If you are charged more than once for the same service, the extra charge is refunded to your original payment method.

Where our systems detect a duplicate automatically, we initiate the reversal without you needing to ask. If you spot a duplicate charge that hasn't been reversed, contact Support with both transaction reference IDs and we will investigate and refund the duplicate.

This applies to Coin Pack purchases too: if a single Coin Pack is charged more than once, the duplicate charge is refunded to your original payment method.

9. Subscription Refunds

SettleIns does not currently offer paid subscriptions.

If we introduce subscription services in future, they will be governed by their own commercial terms — including cancellation, renewal, non-renewal, treatment of partially used periods, and refund eligibility. Those terms will be shown to you before you subscribe, and this Policy will be updated accordingly.

10. Coin Refunds

What are Coins? Coins are digital platform access credits. They are not legal tender, stored value, electronic money, or a substitute for currency, have no cash value, and cannot be transferred between users. Coins are used to unlock detailed property information on SettleIns. Using Coins to unlock a property is treated as consumption of a digital platform service — this is separate from purchasing Coins, which is covered below.

Types of Coins:

• Complimentary Coins — given to new registered users. They are not purchased and have no cash value, so they are not refundable.
• Earned Coins — received for genuine community contributions approved by SettleIns. They are not purchased and are not refundable for cash.
• Promotional Coins — granted as part of an offer or campaign. They are not purchased, are not refundable for cash, and may be subject to the terms of the relevant campaign.
• Purchased Coin Packs — Coins you buy with money through the SettleIns Platform. These provide additional Coins to continue unlocking detailed property information once your complimentary or earned Coins have been exhausted. Refunds for purchased Coins are covered below.

When purchased Coins may be refunded. Where you have paid for a Coin Pack, we may refund the amount paid where:

• you were charged more than once for the same Coin Pack (duplicate purchase);
• your payment was debited but the Coins were not credited to your account;
• the Coins were not delivered due to a platform or system error;
• a technical error occurred during the purchase; or
• an accidental duplicate payment was made.

In these cases we refund to your original payment method (see Section 13) or, where appropriate and with your agreement, credit the Coins you paid for.

When Coins are not refundable. Coins that have been successfully redeemed to unlock property information are consumed and generally cannot be restored or refunded, except where required by applicable law or where a verified technical error prevented the unlock from working. Complimentary, earned, and promotional Coins are not purchased and are not refundable for cash.

Fraud, abuse, and system errors. We may reverse, withhold, or cancel Coins — including purchased Coins — where we detect fraud, abuse, or manipulation, in line with Section 12. Where a genuine system error wrongly adds or removes Coins, we will correct your balance.

11. Property-related Payments

SettleIns is a discovery and connection platform. We are not a party to your rental agreement with a Property Owner.

Money you pay to a Property Owner — rent, security deposit, accommodation charges, or owner services — is paid under your agreement with that Owner. SettleIns does not set, control, or decide refund eligibility for these amounts. Refunds of Property Charges depend on:

• the Property Owner's own cancellation and refund terms, and
• applicable law.

If you have a dispute about a property, a stay, or money paid to an Owner, please raise it with the Owner directly. We can try to help you get in touch, but we cannot compel an Owner to refund, and we are not responsible for the accommodation itself except where the law requires otherwise.

Where SettleIns only facilitates a payment to an Owner through a Payment Partner (rather than charging its own fee), our role is limited to passing the payment through. The refund of that amount remains a matter between you and the Owner, except where the law provides otherwise.

12. Fraud & Abuse

To protect users and Owners, we may decline or reverse a refund, withhold a payment, or suspend an account where we reasonably detect:

• identity fraud or impersonation;
• payment fraud or use of a stolen instrument;
• chargeback abuse;
• fake or duplicate accounts;
• manipulated or collusive transactions; or
• abuse of refunds, promotions, or platform features.

Promotional benefits — coupons, discounts, referral rewards, promo credits, cashback, or campaign credits — may be withdrawn, reversed, or cancelled where we detect abuse or fraud, or where the campaign's own terms allow.

Chargebacks — please contact SettleIns Support before raising a chargeback or dispute with your bank or card provider. Most issues are resolved faster directly with us. A chargeback raised in bad faith, or later found to be fraudulent, may lead to account suspension and recovery of the disputed amount.

13. Refund Processing Timelines

Once a refund is approved:

• We initiate it to your original payment method through our Payment Partner.
• It typically reaches you within 5–10 Business Days of approval.

The exact time depends on your bank, card network, UPI provider, wallet, or Payment Partner — these final steps are outside SettleIns' control. Where a case needs manual investigation (for example, a bank debit with no confirmation), we will keep you updated and aim to resolve it within a reasonable period.

We refund only to the original payment method. We do not refund in cash or to a different account.

14. Changes to this Policy

We may update this Policy from time to time — for example, when we introduce new paid services. When we do, we will revise the “Last updated” date above and, where the change is significant, take reasonable steps to notify you. The version published on the SettleIns website and apps is the current version.

15. Contact Us

The fastest way to resolve a payment or refund question is to contact SettleIns Support.

When you contact us about a payment, please include the transaction reference or payment ID, the date, and the amount, so we can investigate quickly.

We aim to acknowledge refund-related queries within a reasonable time.

This Policy is governed by the laws of India and should be read together with our Terms & Conditions, including the governing-law and jurisdiction terms set out there.